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Customer experience + Contact Centre Services

Omni-Channel in Insurance

Omni-Channel in Insurance: Serving Connected Customers Companies that think they’re doing well by offering their customers several channel choices for customer service and sales need to think again before patting themselves on the back. Unless those channels are connected – so that conversations and transactions started on one can be continued on another – the […]

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Respect for customer information is paramount to securing sales

We all know that for businesses to grow they must acquire new customers, and so the customer experience – whether it be over the phone or via digital channels – has an integral part to play in fostering positive relationships. In recent years, the direct marketing sector has received negative press due to bad practice […]

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The danger of trying to improve service without planning

Customer Experience expert Deanna Laufer from the industry analyst firm Forrester recently blogged some great observations on what she sees as the road ahead for Customer Experience in 2016. Two points Deanna makes in the first paragraph of this blog are really important to highlight: In 2015, the customer experience rose to become the number […]

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South Africa: Delivering Exceptional Customer Experience

South Africa: Delivering Exceptional Customer Experience In 2012, South Africa won the UK National Outsourcing Association’s Offshoring Destination of the year award. In 2013, it won that same accolade from the European Outsourcing Association. Despite its significant cost advantage, South Africa has never based its proposition on cost savings alone. South Africa’s advantage lies in […]

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Insurers – is customer churn really inevitable?

“Nothing is more terrifying to me, really, than the status quo. I’ll make mistakes before I keep doing something the same way”. Coming from the world of arts, Twyla Tharp can probably afford to be a bit more gung ho than most of us in her approach, but I believe there is still a lesson […]

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News & Insights

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News
Webhelp acquires Runway BPO

Webhelp reinforces its best-in-class nearshore portfolio Acquisition of Top Multilingual Customer Experience Firm Runway BPO Completed PARIS, May 16th, 2018 – Global leading BPO and customer experience company Webhelp has confirmed the acquisition of the majority of the share capital of top multilingual nearshore firm Runway BPO has been completed. Runway, which is headquartered in...

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News
Webhelp Wins Four Awards in the 2017 BPeSA and CCMG Awards

Leading global customer experience and business process outsourcing expert Webhelp has been named the top operator in four categories at this year's BPeSA and CCMG Industry Awards. For the first time this year industry bodies BPeSA and CCMG joined forces to run a combined awards process. The BPO...

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Case Studies
Insight Partnership with a Major Telco Provider

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Whitepaper
Digital Coaching: Retailer Feature

'Wouldn't you rather not call me?' Why the contact centre's biggest contribution to retail success is to drive contact online. Two years ago the global consulting firm Deloitte threw a cat among the retailing pigeons with its prediction that by 2020 physical stores would be replaced by...

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Blog
[Infographic] Transformation of Outsourcing: From the 60s to the present day

Outsourcing has well and truly transformed over the decades... From the first known 'call centre' in the 60s, to the Continental Airlines telephone booking system off the 70s, through to the multichannel options available on our mobile phones today... ...it's easy to see how customer...

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